Ewa Kaminska Email and Phone Number

- Contribute to change management initiatives through planning, assessment, diagnosis, design, and implementation at a department/office level, - Apply a structured change management approach and methodology for the people impacts of change due to process development/transformation and/or technology implementation- Participate in organizational change management projects and make recommendations for improvements- Assist with data collection, management, and analysis- Assist in the identification of risks and anticipated points of resistance and participate in the development of plans to mitigate or address concerns- Assist in documenting definitions and attributes of current processes- Plan, coordinate, and participate in meetings with a broad range of stakeholders

- Management of processes and services in accordance with established standards- Control and quality assurance of the services provided, minimizing the risk of deterioration during the hange implementation period- Control and supervision of the change process- Indicating the risk of lowering the quality or interruptions in the supply of IT services- Reporting the process of implementing IT changes

Demonstrating up-to-date expertise in Information Systems and applying this to the development, execution and improvement of action plans by providing advice and guidance to others in the application of information and best practicesSupporting and alignment of efforts to meet customer and business needsManaging customer relationships and expectations by developing a communication process to keep others up-to-date on project results

Following established processes / systems and recommending improvements to these as appropriate to resolve routine customer enquiriesDocumenting actions taken to resolve enquiriesTaking ownership for documenting and monitoring adherence to all account related processesEnsuring the processes in place are aligned with the contractual requirements. Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issueTaking responsibility for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in new developmentsEscalating issues when necessary to deliver required service level and meeting or exceeding customer expectations / SLAMonitoring performance through statistical reporting and analysisAnalyzing and identifying areas of improvement to the service to ensure customer satisfactionPreventing negative trends by properly raising and reacting to performance and progress gapsOwning and accepting personal responsibility for customer problems and maintaining customer issues to resolutionBuilding and enhancing strong customer relationships and acts as an escalation point for the customerTaking responsibility for learning about all current customer needs

Providing remote support and/or remote maintenance to customersWorking with vendors and related parties in order to resolve problems related to desktop, network, telephony system, facility and infrastructure improvement project. Motivating and supporting the service desk operation, ensuring that calls are dealt with promptly to the satisfaction of end-users/customers.Ensuring optimum accessibility of the Service Desk based on customer's Service Level Agreement Acting as the further escalation point for unresolved or escalated calls Analyzing incident trends, and recommending/implementing actions, with approval, to reduce incidents occurrenceReporting monthly on service delivery performance to Management and customersCoaching and supporting service desk operations, assessing and recording their performance and supporting them in their personal professionalization.Managing staff on the basis of performance reports and observed problem areas.Managing and improving processes, work instructions and tooling at the Service Desk, organizing and supervising improvement projects and contributing ideas for further professionalization of the organization.Participating and assisting in driving knowledge management process.

Serving as the first point of contact for customers seeking technical assistance over the phonePerforming remote troubleshooting through diagnostic techniques and pertinent questionsActive Directory AdministrationActively maintaining assigned tickets according to processes and using Service tracking ticketing systemFollowing all company policies and documented processesProject interaction/participation